The Burlington School of English Student Complaint Procedure
If you have a comment or complaint please do let us know.
We are anxious to solve any problem you may have. Please come to the main office and talk to the Accommodation and Welfare Officer. This is the person who will take charge of your case, investigate it and inform you of the outcome.
The procedure is:
- You inform the Accommodation and Welfare Officer about the complaint
- If this cannot be resolved by the Accommodation and Welfare Officer at this stage, then you should fill in a complaint form (available in the office or online) CLICK HERE
- The Accommodation and Welfare Officer will let you know when to expect the outcome.
- The Accommodation and Welfare Officer will then talk to the Director of Studies if the complaint is about teaching, or the Office Manager if it is more general and a complete investigation will be made.
- You will be informed about the accommodation and Welfare Officer’s findings.
- If you are unhappy with the findings you may request that your complaint is considered by the Principal.
- If you do not make such a request within 7 days your complaint will be considered to have been resolved to your satisfaction.
- If so requested the Principal will consider the content of the complaint and all relevant documents. The Principal will usually make a decision on the papers but may speak to you and others as is deemed necessary.
- The Principal will notify you in writing of her decision.
- If you remain unhappy with the outcome you may request that the matter be referred to the School's legal adviser. This request must be made within 14 days of the Principal's decision. The Legal advisor will review the papers and will provide a written determination within 21 days of receipt.
If you are dissatisfied with the response you receive, you may take the matter further by contacting the British Council, who accredits the school. Their contact details are available from the main office.